Care Call Assistant (Emergency Responder) in Gateshead

Perfect balance of office based and community based work for people who care when it matters most.

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might just be the perfect match. We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time. We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive. At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance.

Adult Social Care at Gateshead Council supports adults with care and support needs to live safe, independent and thriving lives. The service provides statutory assessments, safeguarding, prevention, and a wide range of community-based support in line with the Care Act 2014. Working in a strengths-based way, Adult Social Care focuses on wellbeing, independence and personalised outcomes, helping people to access the right support at the right time.

As a Care Call Assistant, you’ll play a vital role in keeping people safe, supported, and connected when they need it most. You’ll be the reassuring voice on the line during emergencies and a compassionate presence out in the community, responding to alerts, supporting vulnerable residents, and helping people live independently through the use of assistive technology.

What you'll get to do:

• Be the first point of contact for the Council’s out‑of‑hours service, calmly handling calls relating to emergencies, social care, housing, and public safety.
• Carry out appropriate action to ensure that all calls received are dealt with satisfactorily in line with agreed policy and procedures.
• Respond to alarm alerts and emergency calls, providing reassurance, taking action, and escalating to the right services when needed.
• Deliver a mobile response in the community, including attending client falls, planned visits, and providing personal care where required.
• Install, test, and maintain assistive technology and key safes, ensuring equipment is safe, functional, and understood by clients.
• Visit new and existing clients to gather details, explain equipment, and promote independent living.
• Monitor multiple systems simultaneously, responding to alerts such as falls, fire/smoke alarms, wandering alerts, and civil emergencies.
• Keep accurate records and databases up to date, completing associated administrative tasks.
• Work collaboratively with colleagues, partner agencies, and departments to ensure timely and effective responses.
• Work flexibly across a 24/7 shift pattern, supporting team cover when needed.
• Always deliver a high standard of customer care, reflecting the Council’s values and commitment to the community.

What you'll bring:

• An NVQ Level 2 in Customer Service, Social Care, or Housing Support, or a willingness to work towards one.
• Full UK Manual driving licence.
• Experience within adult social care, healthcare, or a similar support setting.
• A background in customer service, where you’ve supported people in varied or challenging situations.
• The ability to stay supportive and professional during emergency or emotionally challenging situations.
• A caring, respectful approach, with a strong understanding of privacy, dignity, and individual choice.
• Clear and confident communication skills, both verbal and written.
• Ability to work independently while also being a reliable and supportive team member.
• Flexible and adaptable, with the ability to work across a 24/7 shift pattern.

If successful, this role requires a DBS and you will have to apply for an enhanced Disclosure.

What’s in it for you:

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We invest in your future too.
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years.
• Learning & Development: Access a wide range of training, development, and progression opportunities.
• Health & Wellbeing Support: From discounted gym memberships to mental health resources.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle.
• Exclusive Discounts & Salary Sacrifice: Enjoy discounts on shopping, travel, and services.

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work.

You can apply online using the apply now button below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications.

Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role.